Idaho Power received the highest marks among large utilities in the West, and Seattle City Light led the midsize category for utilities in the West, in J.D. Power's 2020 business customer satisfaction survey.
Utilities were rated against each other based on region (East, Midwest, South and West) and size—large, serving 85,000 or more business customers, and midsize, serving 40,000-84,999 business customers.
Idaho Power received a score of 830 of 1,000 points from its business customers, to lead large utilities in the West. That is 21 points higher than the second-place finisher, Arizona's Salt River Project. PacifiCorp's Pacific Power finished fourth with 801 points, and its Rocky Mountain Power utility came in 10th with 785. Puget Sound Energy finished seventh, followed by Southern California Edison and Portland General Electric.
Idaho Power received the highest score of the 88 utilities in the U.S. serving at least 40,000 business customers. Customers were asked about their satisfaction with power quality and reliability, corporate citizenship, price, billing and payment, communications and customer contact.
Seattle City Light led the midsize category in the West with 822 points. NorthWestern Energy was fourth with 783 points.
Business customers reported higher satisfaction overall with electric utilities. Despite this overall increase, small companies reported lower satisfaction this year compared to 2019, according to J.D. Power. Results indicate small businesses are less likely to be aware of COVID-19 pandemic relief efforts, said Adrian Chung, J.D. Power director of utilities intelligence, in a press release.
The survey is based on 18,457 online interviews conducted from February through October 2020.